Changed plan now sure signal not working

[efer]

Hi tech team, since changing price plan on 31st Jan my sure signal isn't working. I've tried resetting the box also Ive de and re-registered. Only "on" light is lit. Serial number is 21230671071. Thanks in advance.

[Retired-Matt_Vo]

Hi 

Please take a look at our Sure Signal Troubleshooting thread. If this doesn’t resolve your query, please post your reply either below, or in the relevant thread, together with the details requested, including the following information.

Your speed test results from here.

Your ping test results from here.

Your external IP address from here.

The results of a traceroute.

Your Sure Signal serial number:

VSS Traceroute command

On a PC:

Click on Start and select Run

Type CMD into the Run box and press enter/click ok

A black box will appear.

In this box type tracert 212.183.133.177 press Enter

Paste the output of this command into your reply.

This will help us get the quickest possible resolution for you.

Thanks

Matt
Moderator

[efer]

Your speed test results from here. Download speed 5.16, upload speed 0.58

Your ping test results from here. 24ms

Your external IP address from here. 79.79.78.234

The results of a traceroute.

  1     1 ms     1 ms    <1 ms  192.168.1.1
  2    21 ms    18 ms    19 ms  79-79-96-1.dynamic.dsl.as9105.com [79.79.96.1]
  3    22 ms    23 ms    21 ms  80.40.155.100
  4    22 ms    21 ms    24 ms  80.40.155.113
  5    22 ms    53 ms    23 ms  xe-10-3-0.bragg002.log.as13285.net [80.40.155.39
]
  6    24 ms    24 ms    24 ms  80.40.155.70
  7    25 ms    27 ms    24 ms  xe-11-0-0-scr001.thn.as13285.net [78.144.0.240]

  8    24 ms    24 ms    24 ms  host-78-144-1-53.as13285.net [78.144.1.53]
  9    33 ms    25 ms    27 ms  LNDGW2.arcor-ip.net [195.66.224.124]
 10    25 ms    30 ms    25 ms  85.205.116.10
 11     *        *        *     Request timed out.
 12     *        *        *     Request timed out.
 13     *        *        *     Request timed out.
 14     *        *        *     Request timed out.
 15     *        *        *     Request timed out.
 16     *        *        *     Request timed out.
 17     *        *        *     Request timed out.
 18     *        *        *     Request timed out.
 19     *        *        *     Request timed out.
 20     *        *        *     Request timed out.
 21     *        *        *     Request timed out.
 22     *        *        *     Request timed out.
 23     *        *        *     Request timed out.
 24     *        *        *     Request timed out.
 25     *        *        *     Request timed out.
 26     *        *        *     Request timed out.
 27     *        *        *     Request timed out.
 28     *        *        *     Request timed out.
 29     *        *        *     Request timed out.
 30     *        *        *     Request timed out.

Your Sure Signal serial number: 21230671071

Thanks in advance.

[efer]

Oh also whilst running the tests the Sure Signal box was plugged in and connected to the wifi router.

Thanks

[Retired-James]

Hi efer,

Thanks for the update here with the additional information.

I’ve taken a look at the registration for you and can’t see any issues other than it hasn’t connected to the server for five days.

As this was before you reregistered the unit it would suggest that there has been some changes behind the scene somewhere.

Can I ask if you ever opened the ports on your router to set the Sure Signal up?

Also, please can you confirm who your ISP is?

James

[efer]

Hi James

I didn't change any settings at all. ISP is talktalk. I left home with it working Thursday evening, changed my price plan over the phone, arrived home Thursday night and now its not working.

Aaarrgghhh. Thanks

[Retired-Dave]

Hi efer,

We've done a resync at this end for you as it still hasn't re-connected to the server. Can you reset the Sure Signal box to try picking this up?

• Hold down the reset button until all the lights show (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead.
• Once all lights display release the reset button.
• The Sure Signal will come online in around 1 hour.

Dave

[efer]

I've tried resetting the box twice over the last few days but it's still in the same state that it was with just the on light steady.

Got anything else to try?

[Phil]

Hi efer,

I'm surprised it hasn't come back online following the resync.  The last date of connection is still showing as the 1st Feb. 

So that we can rule out it being a faulty device could you please try it in a different location (such as a friend or family members) please?

Thanks,

Phil